Retently

MARCH 17, 2025

Quantitative Data (Metrics & KPIs – The What) First response time Resolution time Number of tickets created & resolved NPS, CSAT, and CES scores Return rates and refund percentages Qualitative Insights (Customer Sentiment & Context – The Why) What are customers actually saying in their feedback? Lets break it down.

Report 90

Report How To Effort Score NPS 90

Thematic

MARCH 30, 2025

Fast follow-up matters: companies that respond within 48 hours see a 6-point lift in Net Promoter Score ​ (NPS). The Link Between NPS Survey and Customer Churn At Thematic, we’ve looked at churn data across all NPS scores and found that churn is present across all responses. The lower is the score the higher is the churn.

Feedback 62

Feedback Roadmap Effort Score NPS 62

Retently

OCTOBER 23, 2024

While the buyer journey lays out the roadmap for customer success, surveys help identify the hidden bumps along the way. Stores can use various types of surveys to collect experience data, such as Net Promoter Score (NPS), Customer Satisfaction (CSAT), and Customer Effort Score (CES) surveys.

Ecommerce 109

Ecommerce Survey Retail NPS 109

Lumoa

MARCH 20, 2018

sw bug fixes, wrong information corrected on the web site) Product development decisions : reprioritizing things on the product development roadmap taking the feedback into account (e.g. Both groups of technologies can be utilized to make analytics more actionable. upselling to the most loyal customers) Process changes (e.g.

Net Promoter Score 268

Net Promoter Score Customer Journeys Omni-Channel Customer Experience 268

Thematic

MARCH 30, 2025

With four very different customer groups—shoppers, consumers, retailers, and advertisers—they were overwhelmed by fragmented feedback. But by centralizing customer feedback using AI-powered text analytics , they gained a clear picture of each group's needs and optimized the experience across the board.

Customer Insights 62

Customer Insights Data Analytics How To 62

Kayako

FEBRUARY 14, 2017

It takes energy, effort, and a willingness to understand. The Net Promoter Score measures customer (and staff) loyalty by asking two simple questions: The first question is this: On a scale of 1-10, how likely are you to recommend [your product/service/company] to another person? She sorts through scores and reads every comment.

NPS 151

NPS Feedback Loyalty Net Promoter Score 151

GetFeedback

FEBRUARY 15, 2019

It’s time to implement a Net Promoter Score (NPS) program. Net Promoter Score is a trusted measure of customer loyalty. The Net Promoter Score survey isn’t where the magic happens—it’s where it begins. After customers respond, you can calculate your NPS score: the quantifiable measure of how your customers feel about you.

Net Promoter Score 150

Net Promoter Score NPS Effort Score How To 150

Thematic

APRIL 1, 2025

For example, your objective might be “to improve our NPS (Net Promoter Score) by 10 points in the next year by addressing top customer pain points.” Clear objectives keep your efforts customer-centric and business-focused. Market Research & Focus Groups: Provide deeper context around customer needs.

Customer Insights 62

Customer Insights Customer Journeys Strategy Social Media 62

Thematic

MARCH 20, 2025

Or spending months refining a service only to see your customer satisfaction scores plummet. Group customers by demographics (age, location), purchasing behavior (high vs. low spenders), and user preferences (mobile vs. desktop users). This happens when businesses make decisions without considering customer insights.

Customer Insights 62

Customer Insights Net Promoter Score Analysis Effort Score 62

GetFeedback

FEBRUARY 18, 2019

Net Promoter Score (NPS) is a method to assess customer loyalty , and many businesses today consider it to be an important metric. In fact, your NPS score is just the beginning. And don’t forget that regardless of the NPS score, there’s one thing that every customer will want to hear: thank you. The NPS Promoter .

NPS 199

NPS Net Promoter Score How To Effort Score 199

SurveySparrow

DECEMBER 29, 2023

To ensure your business consistently delivers an impressive CX, a well-structured plan, or a customer experience roadmap, is vital. What is the Customer Experience Roadmap? A customer experience roadmap is a strategic plan that outlines the steps a business will take to enhance its customer experience.

Roadmap 52

Roadmap Net Promoter Score Customer Journeys Customer Experience 52

SurveySensum

MARCH 12, 2025

Pro-Tip – Cross tabulation works best with categorical data, where variables are divided into distinct groups. Error Reduction Cross-tabulation transforms raw survey responses into structured matrices, grouping similar feedback (such as demographic responses or satisfaction ratings) into clearly defined segments.

Analysis 52

Analysis Survey Airlines Net Promoter Score 52

Retently

SEPTEMBER 3, 2024

PMF surveys guide our roadmap and help identify our Ideal Customer Profile (ICP), focusing our efforts on must-have features. To make sure that everyone finds our product easy to use, no matter when they start, we rely on CES (Customer Effort Score) Surveys.

B2B 152

B2B NPS Effort Score Survey 152

SurveySensum

OCTOBER 28, 2024

Respondents rate their likelihood on a scale from 0 to 10, categorizing them into three loyalty groups: Promoters (9–10): Loyal advocates who will likely boost their purchases over time. Customer Satisfaction (CSAT) Score While NPS tells you if customers will recommend you, CSAT shows you how satisfied they are with specific interactions.

NPS 52

NPS Loyalty Effort Score Analysis 52

Lumoa

JANUARY 19, 2023

It helps organizations create a roadmap for future development and determine what changes need to be made in order to reach those objectives. Set clear start and endpoints for your data collection efforts. To calculate your CSAT score, divide the positive replies by the total number of responses, then multiply by 100.

Customer Experience 221

Customer Experience Net Promoter Score How To Customer Journeys 221

InMoment XI

OCTOBER 9, 2024

Collecting customer feedback is important for businesses because it gives them a roadmap for boosting customer satisfaction and retention. From Discord servers to Facebook groups, these communities provide access to targeted opinions and help boost your brand culture. Why is Collecting Customer Feedback Important?

Feedback 195

Feedback How To Social Media B2C 195

Retently

JANUARY 19, 2023

Starting a business and knowing that an audience is ready to buy your product considerably eases sales and marketing efforts. When one has found the right market, it can devote its efforts to expanding in that market and developing new products that will appeal to the same audience.

Measurement 157

Measurement Survey Marketing Effort Score 157

InteractionMetrics

FEBRUARY 20, 2025

Your Net Promoter Score (NPS) isntjust another numberits a direct reflection of customer trust and customer loyalty. Here are 21 actionable strategies to improve your net promoter score and elevate your NPS the right way. Some might cherry-pick respondents, while others could pressure customers into giving a good score.

NPS 52

NPS Net Promoter Score Strategy How To 52

Customer Bliss

AUGUST 23, 2018

When he saw things like low customer rating scores, he wanted to know what could be done to turn that around to improve services. He created two separate groups to analyze the different aspects of the customer experience. Anand then divvied up the analytics per each group and went through the specific issues for the groups to address.

Transportation 129

Transportation Industry Management Chief Customer Officer 129

Retently

SEPTEMBER 12, 2018

Our product team makes use of all possible means to get hold of actionable insights for roadmap improvements. The resulting data thus determines your Promoters (score 9-10), Passives (score 7-8) and Detractors (score 0-6). But, how can the voices of customers be leveraged to drive the expected product changes?

Analysis 109

Analysis Feedback NPS Effort Score 109

ECXO

DECEMBER 20, 2023

Same save marketers time and effort on the last mile and have added advanced support for personalisation, journey orchestration and much more. Get executive buy-in, build a cross-functional team and bring data to the C-Suite and leadership teams Get senior buy-in and align stakeholders around the new CDP / personalisation roadmap.

Customer Experience 156

Customer Experience Effort Score B2B ROI 156

Help Scout

APRIL 27, 2021

Like the happiness that you derive from being around your friends and loved ones, customer happiness is a product of a lot of time, effort, and learning. They are usually willing to inform your product roadmap by giving you useful insights into how they use or what they want to see in your product. User groups. Social media.

Effort Score 135

Effort Score Net Promoter Score Customer Satisfaction Social Media 135

Lumoa

MARCH 20, 2018

sw bug fixes, wrong information corrected on the web site) Product development decisions : reprioritizing things on the product development roadmap taking the feedback into account (e.g. Both groups of technologies can be utilized to make analytics more actionable. upselling to the most loyal customers) Process changes (e.g.

Net Promoter Score 150

Net Promoter Score Customer Journeys Omni-Channel Customer Experience 150

Wootric CX Blog

SEPTEMBER 23, 2020

We actually recommend conducting microsurveys whenever possible—those short, two questions surveys that are used to gather common metrics like Net Promoter Score , Customer Effort Score , Customer Satisfaction, and Product Satisfaction. Openly discuss your surveys + improvement efforts. Net Promoter Score (NPS).

Survey 98

Survey Net Promoter Score Effort Score How To 98

SuiteCX

JUNE 1, 2015

Contact Strategy refers to the effort taken to better interact with customers once the company has undertaken a journey mapping effort. Usually a segmentation has been completed using the customer data, so that the company can be strategic in how it targets its communications efforts going forward.

Customer Journeys 100

Customer Journeys Omni-Channel Multi-Channel Net Promoter Score 100

DCX

JANUARY 28, 2025

Where CX Teams and Customers Get Out of Sync The problem usually isn’t effort; it’s alignment. Customers don’t care how much effort you put in behind the scenes; they care about how well your efforts meet their needs. Dive Into Feedback: Reviews, social media comments, and CSAT scores are goldmines.

Customer Journeys 52

Customer Journeys Effort Score Social Media Analysis 52

Retently

MAY 2, 2023

Naturally, the higher the score, the more satisfied customers are. The survey usually consists of a simple 0 to 10 rating question – “How likely is it that you would recommend our company/product/service to a friend or colleague?” – followed by open-ended questions allowing customers to explain the reason behind their score.

Customer Journeys 133

Customer Journeys Survey Effort Score NPS 133

Customer Bliss

MARCH 24, 2015

We have a roadmap for the customer work and know where progress will be measured. __ YES we do __ NO we do not. Implementation Tip: This needs to be a group effort. This group needs to get into the ramifications and work involved in getting the priorities done.

Tips 100

Tips Chief Customer Officer Effort Score Leadership 100

Chattermill

JUNE 3, 2019

Net Promoter Score (NPS). Net Promoter Score (NPS) measures the loyalty of customers to a company. NPS scores are measured with a single question survey and reported with a number from 0-100, a higher rating is desirable. For more information on NPS read our guide to Net Promoter Score here. Customer Effort Score (CES).

Metrics 85

Metrics Measurement Customer Experience Net Promoter Score 85

ChurnZero

SEPTEMBER 20, 2019

CS Plans should consist of the right balance of touch points, type of touch points and specific high value outcomes that guide customers along their roadmap to being fully entrenched and engaged with your solution. Make sure they’re onboard with this roadmap. A: Again, the answer here is the roadmap.

Customer Success 66

Customer Success Roadmap How To Effort Score 66

ChurnZero

JUNE 26, 2020

Researchers from Princeton University cite similar findings : “[S]maller groups actually tend to make more accurate decisions, while larger assemblies may become excessively focused on only certain pieces of information.”. What’s their future product roadmap? . Plus, you end up with murky answers that miss significant details.

Software 98

Software Customer Success Comparison Net Promoter Score 98

Thematic

JULY 11, 2022

Affinity mapping groups data into clusters based on their similarities. Once you’ve grouped together certain phrases or sentences, it will be easy to see the overarching themes in your data. They save you significant time and effort without compromising on accuracy. How does thematic analysis software work?

Analysis 77

Analysis Roadmap Banking NPS 77

Retently

JULY 28, 2019

Almost any business process improvement can be stripped down to a pretty simple formula: achieve more with less time and effort. However, creating the tasks, organizing them, and assigning the right people still takes time and effort – especially when it comes to customer feedback.

Feedback 85

Feedback Effort Score Survey NPS 85

Zonka Feedback

OCTOBER 1, 2022

NPS or Net Promoter Score helps you gauge customer loyalty by asking the customers to rate your product on a scale of 0 to 10 on the bases of their likeliness to recommend it to their friends and known ones. (10 Create Product Roadmaps. You can use metrics like NPS, CSAT, and CES to collect product ratings from customers. Conclusion.

Feedback 96

Feedback Knowledge Base Social Media Roadmap 96

Thematic

MARCH 26, 2025

User interviews and focus groups – Provide deep qualitative insights into customer behavior. Community forums and online groups – Reflect ongoing discussion and recurring customer themes. Public product roadmaps – Transparency wins customer trust. " message can make a huge difference.

Feedback 62

Feedback Social Media Analysis Survey 62

Daniel Group

APRIL 5, 2023

Trish Reed, VP Zero Emissions, Navistar , discusses how CX is not about the score, or about managing performance of a dealer. And that vision group was really set up to be, let’s not think about the tactical of what’s happening today. So it’s been a good roadmap of what we’re doing together.

Interaction 98

Interaction Voice of Customer Effort Score Financial 98

Thematic

DECEMBER 5, 2018

Examples of diagnostic analytics include churn reason analysis and customer health score analysis. Develop a data roadmap and stick to it. A good approach is to develop a data roadmap and stick to it. It mainly looks to past events, focusing on causal relationships and sequences. Outcome Analytics.

Customer Retention 96

Customer Retention Analytics Data Strategy 96